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Passenger Experience

A satisfied passenger is vital if an airport wishes its revenues to increase, traffic to grow, and reputation to remain esteemed. This is achieved by providing customers with a high-quality passenger experience.

‘Seamless travel’ is a term frequently being used to describe the optimum passenger experience, meaning a traveller can complete the entire airport journey without experiencing delays, disruption or confusion.

Self-service technology, predictive analysis, artificial intelligence, real-time information and data-sharing are just some of the digital concepts airports around the world are deploying in an attempt to achieve a seamless passenger experience.

International Airport Review, within this core topic, endeavours to provide case studies on how airports from all corners of the world are working on improving their passengers’ experience. This covers both inside the terminal, and initiatives implemented outside of the terminal that focus on ensuring the passengers’ arrival to the airport is as easy as possible.

This is a key theme in the airport industry that must not be overlooked: As passenger expectations evolve, an airport’s response must do so too.

news

Sharjah Airport welcomes Hajj pilgrims ahead of religious celebrations

23 June 2023 | By International Airport Review

Pilgrims departed from Sharjah Airport to the Kingdom of Saudi Arabia to perform Hajj rituals.

news

Edinburgh Airport selects Veovo’s Intelligent Airport Platform to accelerate its digital transformation

21 June 2023 | By Veovo

Edinburgh Airport is streamlining airport operations with Veovo’s smart technology so flights and passengers can go as smoothly as possible.

article

In the midst of redeveloping Chicago Midway and O’Hare Airports

20 June 2023 | By Amber Ritter

International Airport Review Editor, Holly Miles, caught up with Amber Ritter, Chief Commercial Officer of Chicago Department of Aviation at the Routes America 2023 conference. Together they discussed the recovery of the Department; its present developments and why Chicago is such a great transport destination.

video

The “feeling” is at the heart of passenger experience and satisfaction

20 June 2023 | By Holly Miles, Karen W. Ellis

Watch this exclusive interview with the Chief Customer Experience Officer of San Antonio International Airport, Karen Ellis.

news

Ontario International Airport adopts Sunflower programme to support those accessibility needs

19 June 2023 | By International Airport Review

The Hidden Disabilities Sunflower programme allows passengers to voluntarily share they have a disability that might not be immediately apparent.

article

In-Depth Focus…Baggage Handling

16 June 2023 | By International Airport Review

International Airport Review’s In-Depth Focus on baggage handling is now available to download!

article

Issue 2 2023 International Airport Review

15 June 2023 | By International Airport Review

In this 'Big Sustainability Issue' of International Airport Review we feature articles from industry experts on a range of topics including: the Airport Carbon Accreditation, net zero, indoor air quality, health and wellbeing of passengers, security, social responsibility, ingraining sustainability within your culture and passenger experience, plus an In-Depth Focus…

video

Bringing next-generation sustainability innovations to Avport’s airports

15 June 2023 | By International Airport Review

At Routes Americas 2023, International Airport Review caught up with the CEO of Avports, watch this exclusive interview now.

news

MIA earns global ACI accreditation for accessibility

13 June 2023 | By International Airport Review

Miami International Airport has been accredited by Airports Council International (ACI) with the Accessibility Enhancement Accreditation programme.

video

Discussing Hong Kong’s kick-restart to air travel with Vivian Cheung

13 June 2023 | By International Airport Review

Watch this exclusive interview with the Chief Operating Officer of Hong Kong Airport Authority, which took place at PTE 2023.

article

Heydar Aliyev International Airport partners with TAV Technologies

12 June 2023 | By TAV Technologies

TAV Technologies will implement its slot allocation and travel document authorization solutions at Heydar Aliyev International Airport in Azerbaijan.

article

Keflavik Airport enhances transfer passenger experience with Veovo’s Queue Balancer

12 June 2023 | By Veovo

Keflavik Airport, Iceland's main gateway, has successfully implemented Veovo's Queue Balancer solution to optimise passenger flow and improve the transfer experience at its border control.

article

Leading the way into an autonomous future

9 June 2023 | By Heather Shelbrack

Heather Shelbrack, Deputy Aviation Director for Public Relations for the City of Phoenix Aviation Department, details the new autonomous vehicle services, which offer a sustainable mode of travel between the city and the airport.

news

Mumbai International Airport launches exclusive valet services from Terminal 2

8 June 2023 | By International Airport Review

CSMIA has launched its dedicated valet services at the Multi-Level Car Parking (MLCP), promoting an extraordinary and effortless travel experience for all.

video

The first year of operation for Samarkand International Airport’s new terminal

2 June 2023 | By International Airport Review

We caught up with Dmitry Martynenko, Commercial Director at Air Marakanda, to speak about the first few months of operations at the new terminal and their ambitions to increase the number of destinations served from five in 2019, to 30 by 2030.

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Passenger Experience